ComplaintsforGil Ruehl Mechanical Inc.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Work requested from Gil Ruehl Mechanical: Unclog sewer line from toilets to septic tank at ***** **** **** ***** *****. -Results: Line was unclogged on August 18, 2021, before the Gil Ruehl technician left, but the next morning sewage backed up into the shower and both toilets. Repair lasted less than a day. I called Amber at Gil Ruehl August 19 and informed her that the line only stayed unclogged overnight. She then indicated that they didn't have the proper jetting equipment/lines to properly clean out the line. Later the same day, the toilet started leaking that the tech removed, the day before, to snake the line, so a few weeks later a second tech from Gil Ruehl returned to replace wax ring and reset toilet, they waived the fee on the return trip. -November 16, 2021 I got a charge on my credit card for $353 from the work performed on August 18, 2021, from Gil Ruehl, we called Amber to get a refund on all charges since the line only stayed unclogged for a day. She said she would get with the owner and get back with us. -Phone call today, November 19, 2021 from Amber at Gil Ruehl. Amber said they could only take $95 off the bill, (which was the service charge for the second tech to fix the first tech's mistake). I told her that was unacceptable and that I was disputing the entire amount with 5/3 because they were hired to unclog a toilet septic line, which they did, but it only lasted overnight. Amber said that if 5/3 removed the charge she was going to send the $353 to collections. Comments: My wife and I feel that Gil Ruehl is trying to take advantange of two senior citizens by charging over $300 for a service that should have only been around $125. They were also unable to perform the work they were hired to do and then turned around and charged our credit card three months after the fact for $353, then threated to send the $353 to collections if the bank removed the charges. Unprofessional and rude people!!

  Business response

  01/11/2022

  The line was clear when we left with no problem. The next day when the customer called in, I offered to get a tech back out there but they stated that they had another company come instead. I apologized to the customer that it backed up again, but that we had no way of knowing it would back up again since it was clear when we left. They called in again stating that it backed up again the following day after the second company was out there, so I told them it sounds like it needs to be jetted and that do not jet as we don't have the equipment to do so, that we can only auger out lines, but that we could come out and attempt to clear it again. He asked that we come out and fix the toilet from it leaking, but did not want us to clear the line as he said he would get it jetted. We did not charge for the return trip. I did charge the amount for the first trip because we completed the work and it was clear when we left. The customer called in to complain that we charged him at all, I informed him that I have to charge him for the work we did but that I did not charge him for us coming out to correct the toilet issue, we offered to auger the line as well, but they informed our tech that the line was clear and only needed the toilet fixed. When I would not offer him a refund, he said he would dispute the charges. I informed him that he already gave us authorization to run his credit card and that I have a signed invoice with the information stating as such so the chances that the dispute will go through is not likely. And then I did proceed to tell him, after he became combative on the phone, that if they did reverse it and give him the credit back, the balance with us would be due still and if he chooses not to pay it, that is his choice but that I will be forced to send it to collections if he has an unpaid balance with the company. I did offer to give a credit back of a portion of the amount of one hours worth of work, but that was not good enough for him, so I did not issue any kind of refund. 

  Customer response

  01/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Requested a refund of the full purchase price and the company has refused to do so.
  
  Regards,
  
  ****** ******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩